Working closely and directly with the Physician Leader, plans, directs, organizes, and controls activities within a Cook County Health and Hospital System (CCHHS) community health center and/or for service line. Oversees all aspects of center operations and provision of patient care services including management of clinical, administrative and interdisciplinary staff, patient access and flow, resource allocation and the quality service delivery for assigned area. Is accountable for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance.

Responsible for effectively and independently initiating, delegating, supervising and monitoring functions within the center, including resource allocation, work assignments, determination of daily work priorities and actions required to meet deadlines and resolve problems.

Responsible for 24 hour administrative management accountability and day-to-day management of multi-provider group(s) practices or service line. Establishes collaborative partnership with physician site leadership to achieve system goals and objectives for the practice or service line. Works with Nursing leadership on implementation of approved clinical practices and standards.

This position is exempt from Career Service under the CCH Personnel Rules.

Typical Duties

Financial

• Reviews routine and ad-hoc reports that provide information on practice volumes, cycle time, provider productivity, fiscal year (FY) statistics, sharing information with staff.
• Maintains and approves provider templates to ensure they meet the standards set forth by System goals; discusses variances with lead provider and develops action plan as required.
• Ensures that all practice Provider and ancillary encounters are billed within established timeframe.
• Manages center's operating and capital budget, monitors personnel and general expenses, responding to variances.
• Ensures that staff fully utilize IT systems and are up to date on CCHHS registration and insurance plans requirements.

Staffing

• Provides adequate staffing coverage on a daily basis--prepares and posts schedules in timely manner.
• Monitors vacancy and turnover rates - develops action plans to meet daily requirements that provide appropriate standard of care.
• Recommends adjustment for ongoing staffing model in accordance with care needs of the population.
• Audits staff productivity and develops established benchmarks for performance- addresses performance deficits with individualized staff improvement plans.
• Maintains Attendance and Tardiness Records; prepares and administers discipline for abuse of policies and procedures and non-adherence to clinical practice standards.
• Conducts monthly meeting with staff to discuss System generated information, reports and other pertinent information presented in management and leadership meetings. Maintains records of meetings, including attending roster.

• Ensures staff meets PCMH and clinical practice requirements, including providing patient access, doing daily huddles, patient screening, pre visit planning, reminder calls and follow-up calls to increase show rates.
• Oversees and maintains timekeeping for staff and maintains acceptable levels of overtime.

Guest Relations

• Handles Patient Complaints and initiates Recovery; documents, tracks patient concerns and conducts patient interviews and follow-up.
• Responds to EMERS reports in an acceptable time frame.
• Monitors Press-Ganey data regularly. Reviews and disseminates to staff with subsequent plans to improve the patient experience.
• Monitors staff customer relations performance.
• Converses and engages patients to collect feedback and to address concerns related to patient experience.
• Tracks patient activity daily through dashboard, identifying trends.

Ordering and Expense Management

• Orders all medical consumables, office supplies, printed forms, according to established procedures for P-Suite.
• Maintains inventory of all office and clinical supplies; Ensures appropriate storage in accordance with safety and regulatory requirements.
• Submits invoices for payment to vendors for supplies, services and equipment received.

Clinical Practice Management

Implements evidence-based standards of clinical practice to support PCMH concepts, population health, quality improvement and the Triple AIM (excellent quality and service and efficiency)/ simultaneously improving the health of the population, enhancing the experience and outcomes for the patient and reducing per capita cost of care. As assessed through data from IT system:

• Ensures that patient care is delivered within CCHHS established service standards, regulatory requirements and professional standards of care.

• Ensures that staff is oriented, trained and competent to provide excellent patient care and service.
• Tracks clinical performance indicators and develops action plans.
• Ensures care is coordinated across the continuum to promote positive patient outcomes and efficiency.
• Identifies opportunities for process improvement and initiates improvement efforts within the clinic to increase or exceed established metrics.
• Ensures appropriate patient education and engagement strategies are implemented.
• Maintains environment of care in accordance with regulatory and licensing standards. Responsible for ensuring that offices and public areas of the practices are clean and in order.
• Conducts Rounds with Environmental Service and Facilities staff to identify deficiencies and to develop corrective action plans.
• Ensures that appropriate levels of supplies are stocked in clinical areas as required.
• Ensure that equipment is in good working order or tagged if not working.
• Assists as required with new patient initiatives.

Additional Management Responsibilities

• Works with Human Resources in the recruitment and retention of qualified staff.
• Oversees the scheduling of clinical and support staff based on patient care needs.
• Ensures that interdisciplinary staff, contractual staff, students and volunteers meet key CCHHS performance requirements.
• Prepares and completes Request to Hire (RTH) Packets for submission to Human Resources.
• Resolves conflicts between staff.
• Maintains relevant personnel files.
• Works with Human Resources to ensure the proper documentation and maintenance of Worker's Compensation and FMLA records.
• Works closely with Human Resources to ensure practice compliance with all local, state and federal laws and guidelines including OSHA, ADA, FMLA and regulatory requirements including IDPH, CMS and The Joint Commission.

• Ensures compliance with HIPAA, emergency and disaster preparedness communication, MSDS (global harmonized system), sexual harassment, universal precautions, confidentiality, security and privacy.
• Ensures compliance with annual staff training and documentation requirements.
• Ensures all clinical staff is current on licenses, CPR and other job requirements.
• Follows downtime procedures for all defined emergency codes at site (computer downtime, electrical, fire, etc.).
• Makes sure Risk Management, Corporate Compliance and Quality Management policies are being followed.
• Travels to various locations within the Cook County Health and Hospitals System.

• Performs all other related duties as assigned or requested.